Quick answer
Use Messages for individual enquiries: assign an owner, reply or add an internal note, then close the case. For an ongoing group conversation, create a communication group.
Messages centralises enquiries between the club and families. It is not an informal chat: each conversation has a subject, status, priority, owner and history, so the team can work together without losing context.
Before you start
Agree who will review the inbox and which issues should be marked as urgent. Internal notes are visible only to club staff; normal replies reach the family. Use a group when several families need to share the same thread.
Step by step
1. Review the Messages inbox
Open Messages and use the status tabs, urgency filter and search. The counters at the top summarise pending work. Search can find a conversation by subject or a guardian’s first and last name. Enter as many words as you need, in any order, without worrying about capital letters or accents: fernandez aitana finds conversations for Aitana Fernández. Status, urgency and recipient filters continue to apply.
Beside search, open All recipients to choose Administration or Coaching team. The filter shows the selected recipient and is highlighted while active. Return to All recipients to remove it.
If your club has the training workspace, you can also start a conversation from the On the floor view with Send message → One-to-one conversation. The new conversation for the chosen gymnast opens: under Guardian of, choose which of her guardians to write to, with the primary guardian listed first. Select Back to On the floor to return to training as you left it.
2. Open the case and check the context
In the conversation, you will see the family, the related athlete if there is one, the date it was opened and the full history. Before replying, confirm that you are working with the right club and person.
3. Assign an owner and priority
Assign the case to the person who should resolve it. Mark it urgent only if it needs immediate attention; this keeps the inbox useful for the whole team and prevents genuinely high-priority issues from being lost.
4. Reply or write an internal note
Use Reply to guardian to send information the family can see, and Internal note · managers only to give context to other club staff. You can attach files in either mode. Check which mode is selected before sending so you do not accidentally share a private note.
5. Close the conversation
When the issue is resolved, select Close conversation, summarise the solution and decide whether to notify the family. The history remains available for future reference.
Enquiries directed to the coaching team
Families choose Administration or Coaching team when they start a message. Filter the inbox by recipient and check Recipients when opening a coaching ticket. If there is a current team, it is assigned to that team’s main coach; with no athlete selected or several teams, it goes to the club’s coaches with the head coach role. If there is no team or available staff, the manager handles it. See the family flow in Send a message to the club.
As a manager, you can supervise these threads, replace their recipients with Save recipients, leave them with the manager, change priority and close them. Several coaches share the same history and can reply. A coach with a dashboard can see only coaching tickets assigned to them; having dashboard access does not let them see or manage other people’s tickets. Only a manager can grant or change staff administrative access.
Recipients receive an email for the first message and a push notification for each message from the family. Notifications to the club inbox are reserved for cases redirected to a manager. Messages to Administration keep their usual behaviour. The feature is available in every country, with no additional activation.
If something goes wrong
- You cannot find the conversation: remove filters or search by subject instead of name.
- You cannot attach a file: check its size and format and your connection; select the document again if the upload was interrupted.
- A note should have been a reply: do not remove the context; send the correct reply afterwards and explain internally what happened.
- The case reappears: check whether the family started a new conversation about the same issue.
Next step
For a group conversation, use Create and manage communication groups. For announcements without a thread, see Create and send a club announcement.